How to set business boundaries using your website

I love working with websites because they can easily evolve and change as you need them to. But more than that, they also allow you to set boundaries about how you like to work with clients.

Boundaries are important. Without them you can start to feel resentful or pushed into things that you actually don’t want to do. This is true for life in general as well as being a business owner.

When you’ve been in business for a while, you come to learn what works best, and your website is the perfect place to share this info. Making a stand about your boundaries early on in the customer journey process means less confusion and more clarity for your clients.

There’s a number of ways to draw these lines in the sand. Let’s explore a few.

How and when you want to be contacted

Love chatting on the phone with new clients? Or really, REALLY prefer to be emailed? Make your preference super clear on your contact page. If you don’t want clients phoning you, it’s more than okay to not list your phone number.

SCENARIO 1

For me, I often have my phone on silent when working on client projects. So I’m not likely to answer a call. My preference for new clients? They can easily book a time to chat with me when I’m available. That way, it’s in both our calendars and I’m able to get a bit of info from them, which is perfect for doing a bit of research before the call.

I use Acuity Scheduling for this. Other scheduling apps such as Calendly also do the job. If clients don’t want to chat over the phone, there’s the option of filling out my contact form.

SCENARIO 2

I recently chatted with a client who said she wants her clients to be able to call her – either immediately or they can schedule a call. Perfect! We’ll make both options available on her website.

SCENARIO 3

Or you can go to the extreme by not including any contact info! Probably not recommended but I came across a cafe’s website recently who had done exactly that. The cafe doesn’t accept bookings, it’s walk-ins only, and the website clearly had their opening hours and menu listed. For this business, they didn’t want people ringing or emailing them. So they set these boundaries. No apologies needed.

How you want to work

When you’ve spent time refining your process, it’s important to share this with your client. That way they know exactly what to expect when working with you. And you can stand your ground when they may ask to deviate from it.

SCENARIO 1

It used to be a regular thing that my project timelines would blow out because I’d be waiting (and waiting) for clients to write their website content. They’d make promises to deliver it by the due date, but those deadlines? More often than not, wouldn’t be met.

So I switched up my process. I now require clients to have their content ready to go by our start date and I set up clients with a content document well before that date. And if it’s not ready? Their start date would be moved, with no guarantees where it would fit into my schedule. Because of this boundary, clients now are more prepared with their content than ever before. And I use my Website Design service page to clearly state this requirement. It’s how I like to work. No exceptions.

SCENARIO 2

Emma McMillan, a Copy Coach and Copywriter, recently realised she loves helping her clients improve their writing techniques. Because of this, her copy coaching services were to become the main focus and we worked together to ensure her website made this clear.

There are many other examples out there of business owners who are stepping away from the traditional processes of their industries and doing things their way. And there’s nothing more inspiring!

Who you want to work with

After a year or two of being in business, you’ll definitely get a feel for who your ideal client is. You know you don’t need to be everything to everyone. There’s certain types of clients who just make your work easy and joyful. And you can use your website (and all marketing activities) to clearly define who they are. Believe me, it’ll save you so much time. Say goodbye to prepping quotes for clients who really aren’t the right fit.

SCENARIO 1

I learned early on that there’s huge price variations for how much a website costs. There’s people on Fiverr practically giving away websites (don’t get me started on the quality of them!) to design agencies charging well over $15K.

Stating a “starting at” price for my services means that potential clients can get a feel for my pricing, knowing that there’s different payment plans available to them.

SCENARIO 2

I know a few graphic designers who prefer to work with clients who’ve been in business for at least a year or two. For them, these clients have more clarity around what they’re offering and who they’re offering it to. And then there’s other graphic designers who really love working with start-ups.

There’s absolutely nothing wrong with setting these opposing boundaries. Graphic designers who are clear and upfront about it on their website are then doing a favour, saving everyone time and energy.

Use your website to set clear boundaries

Being clear and upfront about your boundaries is helpful for everyone and it’ll do wonders for your own processes and work schedules.

Here’s to setting business boundaries. And your website is the perfect setting to do it.

You set the rules. No apologies necessary.